CC6669 - Offload Cabin Crew
Initial Report
Recently with hundreds of promotions to cabin manager & an updated SCCM promotion course there is no procedure for crew to be offloaded when they do not display the required knowledge during the preflight briefing. We are advised to “coach” them after an option discussion however this does not provide them with the required safety knowledge for the sectors that day. Subsequently if they are “coached” the SCCM has no way of following up their knowledge has improved. This can lead to real concerns the crew member is potentially a safety risk / concern not only for that day but future flights. My operator has no protocol for offloading crew as on time departure is the priority.
This is becoming more apparent as new cabin crew have no further mandatory training after their initial course. Their “recurrent training” is an automatic pass as their knowledge is “refreshed” there is no requirement for self-study or monthly quiz / areas highlighted to study.
We now fear the lack of knowledge will result in mistakes through lack of up to date knowledge.
Offloading crew will highlight self-study / refreshing knowledge is paramount for the role. Yet SCCM old & new have no defined process to offload a crew member of concern.
comments
Company Comment
Our cabin crew training programmes meet and exceed that required of regulation. They require our crew to demonstrate their competency via a number of methods, including written proficiency checks (including online assessments) and practically in a simulated cabin environment. Training is the process to ensure that crew are competent to complete their role to the required standard. Our crew have a personal responsibility to maintain a thorough working knowledge of all safety and security procedures within the operations manuals and Notices to Crew.
The pre-flight briefing is an opportunity to review this knowledge and learn from other crew members who may have experienced situations on board. Questions are determined based on recent events, either internally or by other operators and safety-related trends or identified risks, and all areas of the operations manuals are covered to maintain an overall good working knowledge. It is important to remember that crew members may feel under pressure in such situations and therefore our SCCMs are encouraged to coach crew to the correct answer, it is not a testing environment.
If there were significant safety concerns related to a crew member’s ability to operate (this could apply to any number of situations, e.g. crew member become unfit on the way to work) then it may be that a decision is taken to stand the crew member down and a replacement sought. It is important that should this occur, a safety report is submitted so that we can investigate and ensure that the right level of support is offered to the crew member. It should also be noted that there have been many changes to ways of working in recent years, and the company is currently reviewing opportunities to support cabin crew knowledge between training cycles, with a number of initiatives being considered/implemented over the coming months.
CAA Comment
There is no regulatory requirement to establish individual cabin crew competency during a pre-flight briefing. Where concerns are identified regarding a crew member’s knowledge of operational procedures, particularly where there is a deviation from procedure, it is appropriate that this is investigated to identify and address any causal factors.
CHIRP Comment
Operators procedures on dealing with crew members who may struggle during a briefing vary. Initially a well-being check is appropriate, after confirmation that it is appropriate to continue this may incur further questioning and/or coaching from the SCCM. It isn’t unusual for some people to feel put on the spot during a briefing, some people do just freeze in this situation, but it doesn’t mean that a crew member isn’t capable of performing the cabin crew role.
Just as briefing procedures vary between operators, so do the next steps following an unsatisfactory briefing. Some operators have a question bank that can be used in this situation whilst others continue with the flight and coach throughout the day with the ability to raise concerns further if necessary.
Of course new crew will need support because although they may have completed the training course, the next step is taking all of that training and to put things into practice. It is so important to support your colleagues at work, we were all new once and showing kindness and empathy can create a positive and productive environment on board.